Customers not able to access their older tickets

Question

I have an issue where the customer opens a number of support tickets and they go back in to review them all the time.  Now when the look at an older ticket they ate getting a "No Access" error to their own tickets. They can still view tickets created today but anything back in time is showing as locked.

This is the second time that this has happened, the last time it was a couple months ago.

I even increased their permissions to being developers but still no change in access.  Any Ideas on how to fix this?

Jack Brickey · Answer

Contact Atlassian Support

Jamie Georgitis · Answer

I did.  There has been no change to the older tickets. Still the same type, project and status.  Their time to resolution is the only thing growing as the tickets have not been resolved yet.  The customer is still showing as a customer and is able to see their tickets opened current to the last 24 hours.  It’s just the older tickets.

Jack Brickey · Answer

Did you inspect the older issues and compare to the newer ones? Same project? Is customer request type valid? Is the customer still showing as customer?